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This week in CX: mobile errors are causing consumer distrust and discomfort

Happy Friday! ‘This week in CX’ brings you the latest roundup of industry news.This week, we’ve been looking at the latest research in AI attitudes and advancements, progress in the retail industry, and flexible workspaces.We’re also discussing new research into customers...

Is AI going to save the CX industry?

68% of CX leaders are expecting an end to traditional customer experience as we know it, according to new research released from Zendesk.Nearly 7 in 10 UK CX leaders believe the volume of customer service interactions will increase five times...

Smart name tags will enhance connections and inclusivity in flexible workspaces

Video conferencing platform Zoom has announced the public beta of smart name tags, a new feature designed to enhance inclusivity and engagement in Zoom Meetings.These tags work with AI to pick up and apply names to multiple participants in one...

UK employers brace for rising turnover as economy recovers

A recent survey by Personio reveals that nearly half of UK employers (49%) anticipate a surge in employee turnover within the following year.Additionally, six in ten businesses reported a decline in staff engagement, suggesting that the “big stay” period of...

Empower your team to elevate your guests: what it takes to make hospitality work

Whether buying a take-away coffee, sitting down at a restaurant to eat, or travelling through an airport, it’s the people-facing staff that transform the hospitality experience from the transactional to the magical. Global CX specialist Ian Golding summed it up: “There are...

Pressure, trust in investment, and responsible policy are driving AI investment

A new survey from ABBYY has found that 58% of companies are worried they will be left behind if they don’t use AI – thus driving their primary motivations for investment.The average investment cost in AI reached £730,000 in the...

17% of cyberattacks will involve generative AI by 2027

Gartner has forecasted that worldwide end-user spending on IT security is projected to increase 15.1% – total $212 billion – by 2025.With this, generative AI will trigger a spike in the cybersecurity resources required to secure it. This will lead...

Ikea launches own second-hand marketplace

To capitalise on the growing market for secondhand goods, Ikea has introduced its online marketplace. Customers can now buy and sell directly from each other, eliminating the need for third-party platforms like eBay or Gumtree. Ikea Preowned is currently available in...

Hybrid work models drive productivity and team connections

83% of employees feel more productive in hybrid and remote working environments than they do in office settings. A further 82% of employees said they feel more connected to their teams and managers when working in hybrid models. The research...

Aldi to assist financially vulnerable customers with back-to-school fund

Aldi has launched a fund to support customers that are struggling with the costs at the start of the new academic year. As part of the back-to-school fund, the discount store will give away vouchers worth £100 to parents throughout...